ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing
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ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing

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The way we live is constantly changing, from how we communicate and learn to how we want to work and how our clients want to be serviced. American Express has evolved to meet this changing ...

The way we live is constantly changing, from how we communicate and learn to how we want to work and how our clients want to be serviced. American Express has evolved to meet this changing environment, transitioning more of its front-line travel consultant employees to a virtual or home-based network, achieving benefits for both employees and clients whilst continuing to deliver the world class service its clients expect. Joanna Macleod will be talking about the journey so far - from how to recognise and overcome internal and client resistance to how she sees the industry and American Express adapting further in the future.

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ECEW 2013 Joanna Macleod - Delivering world-class service with home-based servicing Presentation Transcript

  • 1. PRESENTED BY: Joanna Macleod AMERICAN EXPRESS BUSINESS TRAVEL Adapting to a changing environment – our journey so far ECEW 14-15th May 2103
  • 2. AGENDA • The way we live is continually changing • The customer service industry has evolved to meet the service demands of our customers • Virtual networks are now a proven model with American Express transitioning more of its front line travel consultants to a home based network • Internal and client resistance to the evolving model are focused around four themes 14th May 2013 AXP Public 1
  • 3. THE WAY WE LIVE IS CONSTANTLY CHANGING COMPUTING: CONNECTIVITY: THEN… (Classrooms / Lectures / Reading Materials) NOW… (Tablets / Smartphones) THEN… (Dedicated Camera / Manually Transfer Digital Files / Develop Films NOW… (Instagram / Always With You Camera (Smartphone) / Instant Digital Effects / Share / Sync / Discover) THEN… NOW… NOW… (Codecademy / Coursera / Interactive / Online / Accessible by Anyone Anywhere Anytime) PHOTOGRAPHY: THEN… (Desktops / Notebooks NOW… (Tablets / Smartphones) EDUCATION: 14th May 2013 AXP Public 2
  • 4. GLOBALISATION AND 24/7 DEMAND HAS CHANGED HOW WE SERVICE OUR CUSTOMERS 14th May 2013 AXP Public 3 Consolidation Standardisation and centralisation to large centers Home Based Servicing Virtualisation model becomes proven and starts growing exponentially We need to be more flexible with a global network of skilled customer facing professionals Adaptive Global Network Leveraging Home Base Servicing, offshoring and local service centers Localised Disparate, non- standardised-servicing Realignment Responding to cost pressures and demands from customers for increased quality of service Offshoring and multi- lingual regional hubs Leveraging labour arbitrage and achieving economies of scale
  • 5. THE TREND FOR CUSTOMER CONTACT EMPLOYEES TO MOVE HOME IS PROVEN 14th May 2013 AXP Public 4 As the US heads towards 63MM home workers by 2016, continued advances in technology and process innovation present additional opportunities globally 20% of current customer contact employees are home based with plans to double that amount by 2014 Participants saw increased results in: • Employee Attendance 74% • Employee Retention 64% • Productivity 58% • Seasonal Staffing 45% • Intraday Staffing 38% 2013 AHCC Benchmarking 0% 20% 40% 60% 80% 0-20 21-40 41+ % of Customer Contact Team at Home 2013 2014 Connectivity • High speed broadband Staffing • Desire for flexible shifts New Hire Effectiveness • Improved Virtual training capabilities Engagement • Social platforms Enablers AHCC = At Home Customer Contacts, AHCC_Benchmarking_Survey_Results 2016 increase, Gartner, Hype Cycle for Cloud Computing, August 2012
  • 6. OUR HOME BASED SERVICING FOOTPRINT NOW EXTENDS ACROSS 13 COUNTRIES 14th May 2013 AXP Public 5 Home Based Servicing Agents as a % of total agents Potential remains for expansion in both existing and new markets 45.4% 3.5% 7.1% 13.8% 21.0% 23.3% 23.5% 24.8% 24.9% 25.3% 56.9% 65.8% 77.8% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Global Singapore Switzerland Argentina Mexico France United Kingdom Netherlands Belgium Nordics Canada Australia United States Current 2013 Exit
  • 7. THE BUSINESS CASE IS STRONG... 14th May 2013 AXP Public 6 Better Services & Solutions Engagement & Loyalty Expense Reduction • Fixed Cost reductions - real estate & related • Flexible Cost Model • Work-Life balance • Work place happiness • Platform Flexibility • Crisis Management • Retain/Attract Best Talent
  • 8. Q2 2012 Q3 2012 Q4 2012 Q1 2013 Non-Virtual Virtual 2.3 ppt ...and their experience when calling out of hours GREATER FLEXIBILITY IS CLEARLY BENEFITING OUR CLIENTS 14th May 2013 AXP Public 7 Trend in Customer Satisfaction HBS migration After Hours ServicingCore Servicing 0.7 ppt 1.4 ppt 2.6 ppt With increases in customer satisfaction during their travel booking experience…
  • 9. WHAT ARE THE KEY CONCERNS? 1. Can’t control the home environment from a security perspective 2. People won’t work as hard at home 3. Cultural connection weakens at home 4. Service level slides because people are distracted 14th May 2013 AXP Public 8
  • 10. QUESTIONS? 14th May 2013 AXP Public 9 Joanna Macleod, GM/VP EMEA Service Delivery